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Using IR Expert to create a query

When you access IR Expert, it displays one of the following:

  • A search form containing a query if you invoked it from an Incident Management or Service Desk application.
  • A form with a list of files to search.

IR Expert requires a specific query to process against the target file that is a plain text query. It returns a record list containing related records sorted by relevance.

If you issue an IR query by opening the More Actions menu and clicking Search Knowledge (or clicking Find Solution if you have not purchased a Knowledge Management license) from an incident or service desk interaction record, you can record and post information from the IR record back to your source incident or service desk interaction record.

Note: You cannot submit a true query, which is an empty query statement, to retrieve all records in the specified file.

Related topics

IR Expert
What is Knowledge Engineering?
Standard record lists and IR Expert
IR Query features
Searching the central Knowledge Base
Promoting or discarding a solution candidate
IR Expert tasks

Copy information from a query to a source record